Experience

Thrive POS

• United States
• Software Development
• 1 - 100 Employee

• Director of Client Services

  • Aug 2012 - Present

  Director of the Client Services Group for Granbury Solutions including Product Support, Professional Services and Production teams. Responsible for budgets, staffing levels, quality service standards, S.O.P.'s and managing customer relationships. I work with Program managers to ensure delivery of quality service levels. Managing escalation containment, operational excellence and customer satisfaction across multiple platforms and teams.

• Customer Support Manager

  • Aug 2010 - Aug 2012

  Responsible for all of Granbury’s support teams, four teams initially, which grew as we acquired more businesses. Integrated the teams with cross training by immersion and built the knowledge base. Recruited, trained and established team leaders for a 30 plus member team.



FireFly Technologies

• Software Development
• 1 - 100 Employee

• Customer Support Manager

  • Mar 2003 - May 2011

  Manager of Customer Support Services. Responsible for hiring, training, scheduling and documentation of processes and KPI’s. Built the Support team, establishing SLA’s help documents, training and best practices. Manager of Customer Support Services. Responsible for hiring, training, scheduling and documentation of processes and KPI’s. Built the Support team, establishing SLA’s help documents, training and best practices.



Radiant Systems Inc.

• IT Services and IT Consulting
• 300 - 400 Employee

• Project Manager and Trainer

  • Nov 1997 - Mar 2003

  Coordinated and implemented POS solutions for restaurants throughout the United States. Trained customers and new techs on use of Point of Sale system. Formerly worked for Rapidfire Solutions before they were acquired by Radiant Systems. Coordinated and implemented POS solutions for restaurants throughout the United States. Trained customers and new techs on use of Point of Sale system. Formerly worked for Rapidfire Solutions before they were acquired by Radiant Systems.



Aramark Healthcare+

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Food Service Manager

  • 1995 - 1997

  Manager of Food Service for ARAMARK at Legacy Hospitals Portland Established food service and recipe standards including implementing the first inventory control system for both Good Samaritan and Emanuel Hospitals. Manager of Food Service for ARAMARK at Legacy Hospitals Portland Established food service and recipe standards including implementing the first inventory control system for both Good Samaritan and Emanuel Hospitals.



Best of Everything Catering

• Chef

  • 1993 - 1995